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Service Assurance
Full-cycle support ensures efficient system operation and a worry-free experience for customers.
In today’s rapidly evolving landscape of smart manufacturing and intelligent logistics, the stable operation of systems and their ability to respond promptly serve as critical pillars supporting customers' business continuity. Pongqi Technology has always adhered to the service philosophy of "rapid response, professional maintenance, and customer first," building a comprehensive service assurance system that spans the entire lifecycle of equipment. This system includes both free services—covering both warranty and post-warranty periods—as well as value-added services, providing customers with all-around support to ensure worry-free production and highly efficient operations.
Service Policy During the Warranty Period
Free service offerings
1. Rapid Response Mechanism
Within one hour of the customer submitting a repair request, we provide a remote online response.
If the issue cannot be resolved online, an engineer will arrive on-site within 8 hours to provide free repairs and replace any necessary components.
2. Regular Maintenance and Service Mechanism
A regular inspection and maintenance plan conducted at least 4 times per year
Real-time tracking of equipment operating status to ensure continuous system stability.
3. Customer Training Empowerment
Conduct system usage and operation & maintenance technical training for customers in phases.
Cultivate customers' self-maintenance capabilities and enhance equipment utilization efficiency.
4. 24/7 Hotline Service
Offering 24/7 free hotline support
Covering hardware, software system consulting, remote technical support, and more
Fee-based service offerings
On-site engineer services (if required)
Customers can request on-demand on-site support from dedicated professional engineers, who will provide exclusive services such as system inspections, operation and maintenance assurance, and hands-on guidance.
Out-of-Warranty Service Policy
Free service offerings
1. 24/7 Hotline Support
Continuously providing a 24/7 technical service hotline to offer customers problem consultation and initial diagnostic services.
2. Free software system updates
When a newer version of the software platform system is available, customers can receive free upgrade support.
Fee-based service offerings
1. Regular Maintenance and Service Plan
At least four inspection services per year, with customized operation and maintenance plans developed.
Includes system diagnostics, equipment maintenance, and fault alerts, among other features.
2. Emergency Fault Repair
Offering remote support response within 1 hour
For on-site support, we’ll arrive within 8 hours, with a reasonable service fee covering parts, travel expenses, and labor costs.
3. On-site Engineer Services (Customizable)
Providing long-term or short-term on-site operations and maintenance support to ensure continuous system uptime.
16th Floor, Building B, Zhongshe Plaza, Luohu District, Shenzhen – BangQi Technology
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